#143 The Bravery Effect: Lessons from a Marine and Leadership Expert
The Delighted Customers Podcast with Mark Slatin
Release Date: 07/10/2025
#162 Compassionomics in Action: Measurable Impact for Business Leaders and Healthcare alike
The Delighted Customers Podcast with Mark Slatin
What if just 40 seconds of genuine compassion could tangibly lower a cancer patient’s anxiety—and what if this “wonder drug” holds the key not just for healthcare, but for every leader who wants to create more fulfilling workplaces and customer experiences? The impact of this question is profound. On this episode of the Delighted Customers podcast, I sat down with Dr. Stephen Trzeciak (“Dr. T”), whose groundbreaking research proves that compassion isn’t just good for our conscience—it’s scientifically measurable, essential, and transformative for both the receiver and the...
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#161 Navigating the Post-Truth Era: Building Brand Trust with Emotional Inquiry
The Delighted Customers Podcast with Mark Slatin
Is it really possible to build trust with customers in a business landscape overflowing with misinformation and emotional volatility? That burning question is at the heart of my conversation with Michael Forsberg, Director of Client Experience at BrandTrust. In an era many call "post-truth," business leaders face steep challenges in distinguishing what's real from what's noise—especially when it comes to understanding their customers' motivations. Michael’s work focuses on uncovering the human truths and emotions driving decisions across industries from tech to healthcare to financial...
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#160 Rethinking Valuation: Why Customer Metrics Matter More
The Delighted Customers Podcast with Mark Slatin
What if the financial metrics you rely on to measure your company’s success are actually steering you away from long-term customer loyalty and sustainable growth? In our latest episode of the Delighted Customers podcast, live from Harvard Business School, I dive into this burning question with Rob Markey, professor at Harvard and seasoned veteran at Bain. Rob challenges the conventional wisdom around company valuation, urging us to look beyond the income statement and balance sheet, and instead, consider the real engine driving revenue—our customers. The impact of this discussion is...
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#159 The Serial Fixer Trap: Boundaries, Burnout, and Better Leadership
The Delighted Customers Podcast with Mark Slatin
Are you unknowingly sabotaging your own well-being at work—and at home—by trying to fix everyone else's problems? So many of us find purpose and validation in helping, supporting, and “solving” for others. But what happens when that good intention tips into burnout, resentment, and codependent relationships? In this episode, I dig into the hidden costs of being a “serial fixer” with my guest Leah Marone, whose new book offers a powerful wakeup call for leaders, parents, and anyone in a people-focused role. Leah shines a light on why constant fixing and over-helping backfire, both...
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#158 The Art of Communication: Delivering Difficult News with Compassion
The Delighted Customers Podcast with Mark Slatin
Is it possible to deliver life-changing news—with compassion—without sacrificing precious time or the physician’s own well-being? It’s a burning question for healthcare professionals everywhere, and the impact of getting it right goes far beyond the exam room. Not only does compassionate communication ease patient anxiety and foster loyalty, but it also drives better outcomes, even in the face of a system that pressures doctors to prioritize speed and productivity (those infamous RVUs!). As the demands on clinicians mount, many struggle with “compassion fatigue,” and patients...
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#157 The Anxious Generation
The Delighted Customers Podcast with Mark Slatin
What happens to innovation, team dynamics, and trust in organizations when a significant portion of employees are emotionally fragile, risk-averse, and struggle with interpersonal interactions? In this episode of the Delighted Customers podcast, I dive into the profound impact of generational shifts on workplace culture, leadership, and customer experience. Drawing insight from the best-selling book, The Anxious Generation by Jonathan Haidt, my guest Charlie Green and I explore how Gen Z—shaped by overprotective parenting, the rise of social media, and the isolating effects of Covid—are...
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#156 Turning Data Into CX Impact: Storytelling That Sticks
The Delighted Customers Podcast with Mark Slatin
What’s stopping CX leaders from turning mountains of customer data into executive-ready stories that prompt real change? In this episode, we dig deep into one of the most urgent—and often overlooked—challenges for customer experience (CX) teams: crafting compelling, actionable narratives from all that customer insight. Data is everywhere, but too often the dots just don’t get connected in a way that the C-suite cares about. The difference between a statistic and a strategic priority? It’s all in the storytelling. In my conversation with Ania Rodriguez, CEO of JourneyTrack, we...
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#155 The Evolving State of Customer Experience: Insights and Future Trends
The Delighted Customers Podcast with Mark Slatin
What happens when a profession built on human insight faces a tidal wave of change—from evolving business demands to the rise of AI? How do CX leaders stay relevant and drive meaningful results in this new landscape? This episode digs deep into the shifting world of customer experience (CX) with Greg Melia, CEO of the Customer Experience Professionals Association (CXPA). I bring Greg back to the show because he sits at the epicenter of the profession’s evolution, witnessing firsthand how CX is growing up—no longer a scrappy teenager, but a vital contributor to business outcomes. The...
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#154 How Political Extremes Shape Customer Loyalty and Brand Evangelism
The Delighted Customers Podcast with Mark Slatin
What drives customers to cling fiercely to a brand, even when it means paying more or overlooking problems others wouldn’t forgive? Is our political identity quietly fueling a new kind of “super loyalty” that’s transforming customer behavior, for better or worse? In this episode of the Delighted Customers podcast, I dive into these burning questions with my returning guest, Dr. Forrest Morgeson, associate professor, researcher, and interim chairperson of the Marketing Department at Michigan State University's Eli Broad College of Business. Forrest, drawing on a unique blend of academic...
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#153 Navigating Crisis with Integrity: Strategies for Building Trust in Customer Experience
The Delighted Customers Podcast with Mark Slatin
What happens when your company’s reputation—and your customers’ trust—hangs by a thread? Are you ready for a moment when a crisis isn’t just possible, but inevitable? In this episode, I dive deep into one of the most critical topics for today’s leaders: how strategy, communication, and integrity intersect to protect (and sometimes rebuild) your organization's trust in the face of crisis. When everything is on the line, understanding this intersection isn’t just important—it’s essential. The choices you make, and how you communicate them, can mean the difference between...
info_outlineWhat if the very thing holding you and your team back from success isn’t a lack of skills or resources—but fear itself? How could learning to face what’s uncomfortable actually unlock your best results, greater job satisfaction, and even more meaningful customer experiences?
In this episode of the Delighted Customers podcast, I dive deep with Jill Schulman, Marine Corps veteran, leadership consultant, and author of The Bravery Effect. Together, we explore how the ability to be brave—especially in business—can reshape not only what we accomplish, but who we become. If fear is quietly dictating the pace of progress and innovation at your organization, Jill’s approach to bravery will challenge your thinking and inspire you to lead differently.
You’ll want to tune in because Jill’s work spans battlefields, boardrooms, and classrooms alike. Her background in the Marine Corps, Fortune 500 consulting, and positive psychology at the University of Pennsylvania gives her a distinctive perspective on why facing discomfort is essential for growth. She breaks down practical tools and strategies you can use to build your own bravery skills and create cultures where people dare to step out of their comfort zones.
Here are three questions Jill answers on the show:
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What are the most common myths and misconceptions leaders have about bravery—and why do they matter?
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How can you set brave goals for your team without overwhelming them, and why does this drive both engagement and results?
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What practical, research-based steps can anyone take to build their bravery “muscle” and overcome fear in the workplace?
Ready to rethink what it means to be brave—in leadership, customer experience, and in life? Listen and subscribe now!
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Meet Jill Schulman
Jill Schulman is a United States Marine Corps veteran, leadership consultant, and author of The Bravery Effect. Her work focuses on developing leaders at all levels, drawing on her diverse experience as a Marine Corps demolition team leader and pharma sales professional, as well as her advanced study in positive psychology at the University of Pennsylvania. Jill has spent over 25 years working with organizations ranging from Fortune 500s to small businesses, training leaders to move from “safe and stuck” to “bold and brave.” She is on a personal mission to help people not only embrace challenges, but run toward them, knowing that the biggest breakthroughs come from moments of discomfort. Jill delivers engaging evidence-based strategies for conquering fear, elevating engagement, and bringing out the best in ourselves and our teams.
Connect with Jill on LinkedIn: Jill Schulman on LinkedIn
Show Notes & References:
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Jill Schulman’s website and newsletter: jillshulman.com
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The Bravery Effect book—available everywhere books are sold
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Research referenced: Martin Seligman (PERMA Model), Mihaly Csikszentmihalyi (Flow), Aaliyah Crum & Kelly McGonigal (Stress Mindset Theory), Albert Bandura (Self-Efficacy Theory), Daniel Kahneman (Behavioral Economics & Risk Aversion)
Join us for this impactful conversation! Let’s discover together how bravery—not comfort—is the path to delighting customers and transforming organizations.